What are some troubleshooting steps I can try?

Please note: The FAQ pages at the HPCVL website are continuously being revised. Some pages might pertain to an older configuration of the system. Please let us know if you encounter problems or inaccuracies, and we will correct the entries.

Troubleshooting:

The Portal authenticator is Java based. Most problems are due to missing or misconfigured java plugins for your browser. Please see http://java.com/en/download/manual.jsp for detailed instructions for installing and configureing java on your desktop machine.

Firefox users, pay particular attention to the 'missing plugins' indication. You will see this message when the java run-time environment is not installed. Please install java before attempting to sign-up.

Enrollment Create: (Authentication failed because there is no identification data registered for the user.) Means you have supplied an incorrect shared secret/web password.

Enrollment Create: (can't establish a connection to the server at 0.0.0.0) on creation of your profile means that java is not installed, please install it, then create your profile again.

Enrollment Recover: (Operation failed because the user is not active and therefore cannot be recovered) means you cannot recover your profile, you should create one first.

If prompted to accept java applets, click always so this message does not appear again. The Entrust TruePass applet and the Secure Global Desktop applet are signed.

Check supported browser/OS combinations below

If you are using Firefox with Adblock you may need to create an exception rule so that the Secure Desktop loads properly. Use this AdBlock rule:

@@|https://portal*.hpcvl.queensu.ca

which will whitelist HPCVL for HTTPS to machines called "portal*"

SGD Client Not Installed Automatically.Problem: Using Internet Explorer 7 on Microsoft Windows Vista platforms, the SGD Client cannot be downloaded and installed automatically. The SGD Client can be installed manually and can be installed automatically using another browser, such as Firefox.Cause: Internet Explorer has a Protected Mode that prevents the SGD Client from downloading and installing automatically.Solution: Add the SGD server to the list of Trusted Sites in Internet Explorer's Security Settings.